Manulife Financial

Job Summary

The Service Delivery Administrator (SDA) will aid on small market Group Plans (2-50 lives) to ensure client service satisfaction, continuous improvement, conservation, profitability of our Group Benefits block of business and meeting service turnaround standards.

They are accountable for handling the inquiry from start to finish with involvement from other internal departments, as needed.

This role requires a high level of expertise in Group Benefits operations and must have a strong customer focus and a keen ability to quickly navigate within the internal teams to effectively resolve the Advisor inquiry.

Reporting to the Manager, Service Delivery, the Service Delivery Administrator (SDA) assists a team of Advisor Service Delivery Representatives (ASD) with their clients in delivering improved benefits and wholistic service to Plan Advisors.

Working Arrangement: Hybrid

Position Responsibilities:

• Support the Advisor Service Delivery Representatives (ASD) in building and maintaining successful Advisor relationships.
• Execute inquiries by maximizing internal relationships with multiple departments – Plan Member admin etc. respond to advisors with appropriate responses to their queries.
• Manage inquiries, working with internal partners, streamlining how work is done between teams and managed more efficiently.
• Share process improvement to increase productivity and efficiencies within our team and business partners.
• A focus on continuous process improvement with work on the team and between internal partners.

Required Qualifications:

• Minimum two years of work experience in Group Benefits and/or account management
• Understanding plan administration and member administration in accordance with Manulife processes and CLHIA guidelines.
• Detailed knowledge of Group Benefits products and services
• Strong understanding and adherence to privacy, confidentiality, and compliance.

Competencies

• Demonstrates ability to interact effectively with various levels of internal departments.
• Proven ability to determine business priorities, meet goals, manage high volumes of work, and work collaboratively within the team.
• Attention to detail and accuracy, including ability to document processes, to articulate query responses concisely.
• Discretion / confidentiality
  • Adhere to PIPEDA legislation and internal Code of Conduct guidelines as they pertain to confidential information for advisors and their clients. Demonstrate discretion with confidential information.
• Ability to think critically, analyze quantitative and qualitative data, and make recommendations to help clients see opportunities for engagement/education.

When you join our team:

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact recruitment@manulife.com.

Working Arrangement

Hybrid